Orders & delivery
Shipping policy.
Clear delivery costs before you pay, and help if something goes wrong.
Last updated: 10 November 2026 · VEXIAN PTY LTD, operating OUTTREK.
Where we deliver
Online hardware checkout currently accepts Australian delivery addresses. Contact info@vexian.com.au before ordering if you need a special delivery arrangement. International shipping is not currently offered through this checkout.
Shipping charges
Standard shipping is A$12.95 for hardware orders below A$100. Standard shipping is free for hardware orders of A$100 or more, calculated on the hardware subtotal after discounts. Your cart and checkout show the applicable delivery charge and order total before payment. Monitoring subscriptions do not count towards the hardware shipping threshold.
Processing and availability
Paid orders are prepared for dispatch during business days, subject to stock availability. Check the product page or contact us for a current dispatch estimate before ordering if delivery timing matters. We do not promise a fixed dispatch or arrival period unless one is expressly confirmed for your order. Products marked “In development” are not available for purchase or pre-order.
If an item becomes unavailable or a significant delay occurs after you order, we will contact you about the delay and available options, including cancellation and refund where appropriate. We will not substitute different hardware without your agreement.
Delivery and tracking
Where available, we send tracking details after dispatch. Carrier delivery estimates are estimates, not guaranteed dates. Remote destinations, weather and public holidays can affect transit. Contact us if tracking does not update or your order has not arrived within the advised period; we will investigate with the carrier rather than require you to resolve the issue alone.
Address changes and missed delivery
Check your address at checkout. Email us promptly if it needs correcting; changes may not be possible after dispatch. Follow carrier instructions for collection or redelivery. If a parcel is returned because of an incorrect address or missed collection, we will discuss redelivery and any actual additional postage with you before charging it. We do not charge you to correct our own fulfilment mistake.
Missing, damaged or incorrect items
Contact us as soon as reasonably possible with your order reference and a description of the problem. Photos of the parcel, label and items can help, but we will consider other evidence. We will investigate and provide an appropriate remedy. You do not lose your Australian Consumer Law rights simply because a carrier handled the parcel or because you did not report a problem within an arbitrary short deadline.
Returns and your rights
Our 30-day returns policy provides a full product-price refund for eligible change-of-mind returns; you pay return shipping. Faulty-product return costs are handled separately under your consumer guarantees. Nothing in this shipping policy excludes your statutory rights.